Supervisor, Customer Service

BioSpace

Austin (TX)

Hybrid

USD 70,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k) plan

Job summary

A leading health organization is seeking a Supervisor for Customer Service located in Austin, Texas. The role involves overseeing a team to enhance customer operations, ensuring performance metrics are met, and driving process improvements. Qualified candidates should have a background in customer service management and experience with relevant tools like SAP and Salesforce. The position offers a hybrid work model and a comprehensive benefits package.

Qualifications

2+ years of experience in a client-facing role with similar function.
3+ years of experience in a leadership role managing direct reports.
Proven ability to build strategic relationships and influence stakeholders.
Bachelor's degree from an accredited college or university preferred.
Hybrid in-office position at the Austin office location (3 days/week).
Willingness to travel for in-person meetings and conferences occasionally.

Responsibilities

Lead, mentor, and guide the team of Associate Account Managers.
Measure and communicate department KPI attainment.
Oversee email and phone queues daily for optimal support coverage.
Oversee email and phone queues to optimize coverage and SLAs.
Investigate escalations and follow up with customers and Sales Reps.
Coordinate with Training to update work instructions and training materials.
Conduct regular team meetings and 1:1s to drive engagement and growth.
Support onboarding and ramp-up for new team members and develop career paths.

Skills

Strong verbal and written communication skills

Project management skills

Data analysis

Adaptability

Communication

Travel flexibility

Process improvement

Education

Bachelor's degree from an accredited college or university

Tools

SAP

Salesforce

Microsoft Office Suite

Excel

Google Sheets

Job description

Join to apply for the Supervisor, Customer Service role at BioSpace

Overview

The Customer Operations Supervisor is a critical leader within the Plastics and Regenerative Medicine Department of Allergan Aesthetics, an AbbVie company. This role oversees a team of Associate Account Managers and Invoicing Specialists, driving operational excellence through performance metrics, process improvement projects, and cross-functional collaboration. The team primarily supports Field Sales Representatives as they work with hospital and aesthetic customers on business development, inventory management, complex ordering, invoicing, and issue resolution. The Supervisor provides Tier 1 escalation support, strategic guidance, coaching, and operational oversight to ensure the team delivers value to Field Reps and customers at every stage. The role works cross-functionally with Accounts Receivable, Contracting, Sales, Training, Supply Chain, and Marketing to strengthen the customer experience and drive revenue realization.

Responsibilities

Effectively lead, mentor, and guide the PRM Associate Account Managers and Invoicing Specialists.
Measure and communicate attainment of department KPIs, including utilization, schedule adherence, quality, and volume goals.
Perform regular call/email audits to ensure accurate, concise solutions are offered.
Oversee email and phone queues daily to optimize support coverage and SLAs.
Investigate escalations and errors, following up with customers and Sales Representatives.
Meet with department leaders and customers as needed, including complaint resolution and process improvement discussions.
Coordinate with Training to maintain and update department work instructions, process maps, knowledge articles, and refresher training.
Hold team meetings and ongoing 1:1s to ensure effective communication, goal attainment, continuous training, and positive engagement.
Oversee onboarding for new team members, coordinate ramp-up plans, and coach on communication and optimal solutions.
Create bench strength and career progression opportunities for the team.
Drive process improvement initiatives from ideation to implementation.
Perform regular workflow activities including order block removals, assigning product return transactions, and credit memo approvals.
Build knowledge of the organization, processes, and customer behavior and preferences.

Qualifications

Requirements

2+ years of experience in a client-facing role with a similar function (customer service, account management).
3+ years of experience in a leadership role managing direct reports.
Experience with order-to-cash systems (e.g., SAP), case management (e.g., Salesforce), and Microsoft Office Suite.
Bachelor's degree from an accredited college or university preferred.
Willingness and flexibility to travel for in-person meetings and conferences occasionally.
Hybrid in-office position at the Austin office location (3 days/week).

You Should Have

Strong verbal and written communication skills.
Experience in multi-channel support operations or management.
Ability to adapt quickly, champion changes, and manage concurrent responsibilities.
Advanced proficiency in data analysis and spreadsheet software (e.g., Microsoft Excel, Google Sheets) with experience handling large datasets.
Proven ability to build strategic relationships and influence decision-makers across multiple stakeholders in large, matrixed organizations.
Strong project management and work planning skills to scope, prioritize, and execute multiple initiatives.
Ability to take initiative and make independent, timely decisions.
Self-discipline and willingness to acquire higher-level knowledge and skills.

Additional Information

The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at posting time. Individual compensation will depend on factors including geographic location and may be higher or lower than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and a 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

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